提升門診病人辨識完整率之專案

An Improvement to the Completion rate of Patients Identification in Outpatient Clinic

許秀央(Shiow-Iang Sheu) ； 蔡榮美(Jung-Mei Tsai) ； 高美華(Mei-Hua Kao) ； 吳妙(Miao Wu)

《馬偕護理雜誌》 9卷1期 (2015/01) Pp. 7-18

https://doi.org/10.29415/JMKN.201501_9(1).0001

摘要

本專案目的為提升護理人員門診病人辨識完整率，統計本院門診看診前病人辨識及看診後病人辨識之完整率僅為50.0%及52.3%，分析原因為：護理人員作業流程執行不確實、護理人員與病人對病人辨識認知不足、病人溝通困難及配合意願低、診間硬體設計不良、缺乏病人辨識之管理政策。為提升病人辨識完整率達97%，擬定五項創新改善方案為：修訂病人辨識標準作業流程、製作病人辨識標準作業流程宣導影片、舉辦安全教育宣導、製作提醒標語及宣導單張、制定病人辨識管理政策。專案實施後，看診前後病人辨識完整率分別提升為97.6%及98.5%，而且護理人員執行辨識流程之不完整率由56.2%降至17.1%；病人配合執行辨識流程之不完整率由36%下降至32.9%；辨識錯誤事件由3件降至0件，達專案目標，亦使護理同仁更重視病人辨識的完整，顯現改善措施有效，可做為醫療院所門診病人辨識作業應用之參考。

關鍵字

病人安全 ； 門診 ； 病人辨識

並列摘要

This project aimed to improve the completion rate of patient identification for patient safety in outpatient clinics. According to the hospital statistics, the completion rates before and after patients' clinic visit were 50.0% and 52.3 respectively. The causes of low rates included: inconsistency in practicing patient identification procedure by nursing staff; insufficiency in recognizing its importance by both nursing staff and patients; difficulties in communicating with patients and gaining patient cooperation; lack of appropriate hardware equipments in clinic workspace; missing managerial policy on patient identification. The project targeted its goal at 97% patient identification completion rate with innovative approaches ranging from revising the standard operational procedure (SOP) for patient identification, filming and advertizing propaganda videos for the SOP, implementing educational courses on patient identification and patient safety, devising catchy phrases and reminder slogans as well as fliers, to drafting the managerial policy on patient identification. As results, the completion rates increased (97.6% and 98.5% before and after clinic); the incompletion rate of nursing staff decreased from 56.2% to 17.1%; patient incompletion rate lowered (32.9% from 36%); events of patient identification error totally eliminated (3 events originally). In conclusion, nursing staff realized the importance of patient identification and its association with patient safety. This project can provide a reference to the improvement of patient identification in outpatient clinics.

並列關鍵字

patient safety ； outpatient clinic ； patient identification